ProductivIT is a Desktop Support Solution that includes a full featured web-based Help Desk, Client Diagnostic Software, Asset Inventory and Self-Service Portal. It is a customizable, intuitive and affordable solution to manage your organization's desktops. It will help you provide the type of service your customers expect.

The ProductivIT solution contains both an agent and a web site portal. The agent is lightweight (under 4 Mb) and remains dormant until activated. It is completely non-intrusive and uses no system resources.

The agent is responsible for collecting diagnostics data and sending this information to the web portal through the Internet. The agent is invoked in one of several ways, the most common is by user request using the icon on the system tray. The agent can also be invoked by an application crash (GPF), blue screen, upon installation, on a scheduled basis or on the command line.

The Administrative Portal collects all Incident Data Files and allows help desk, field technicians, the IT/Engineering department and the end users access to field data. The portal is responsible for collecting the data, storing the data, notifying the users and the support technicians of the incident and handling the workflow of each incident. System administrators and help desk support representatives will benefit from ProductivIT's easy to navigate, web-based administrative portal.

Whether you are servicing external customers or internal users, ProductivIT will enable you to manage all your desktops from anywhere in the world.

The ProductivIT agent can be installed on every Windows-based desktop and server. It can be used to activate a request for support as well as act as a just-in-time debugger. Agent is lightweight and installs in a matter of minutes Can be installed on any Windows operating system from a variety of distribution methods Easy to customize wizard interface that can be branded with your company's logos and icons Collects up to 30,000 pieces of information on the standard agent Can be customized to collect virtually any data residing on a PC Can be setup to inventory the desktop on a scheduled basis Multi-threaded agent collects information quickly and is run in the background Information is encrypted and sent over the Internet to a secure portal Users can be auto-registered after their first incident or can be required to be registered before any incidents are sent

Help Desk Portal

All incidents sent to the hosted portal can be viewed with just a web browser. The web portal comes standard with an easy to customize home page. The page can be customized both at a company level and at a technician level. Customized and unlimited number of statistics on the home page based on what fields you want to see and what filters are applied Statistics can be displayed as graphs or a table of values Easy to customize wizard interface that can be branded with your company's logos and icons Company support links and attachments can be added Technicians customize their home page by adding their own links and attachments Date sensitive ticker messages can be created and displayed for all technicians or on an individual basis Whiteboard area for broadcast messages to technicians Multilingual support allows technicians to view the same information in the language of their choice Users can be auto-registered after their first incident or can be required to be registered before any incidents are sent

Filters and Views

Filters and Views can be created and used for Help Desk Tickets, Assets, Reports, and the Home Page Dashboard. Use filters and views to show you the records you want to see in the form you need to see. Filters are a powerful facility that allows you to filter your data to display only the records of interest to you Filters are created using an easy to use but powerful query builder interface Filters and views can be designated as personal, shared or system Default filters can be setup by company and by technician Views are created to select the fields you wish to see in the order you specify Views can be designed as drill down summary views

Workflow Management

ProductivIT comes complete with workflow management to mange all your help desk tickets from the moment a help request incident is opened through the entire life of the ticket. Tickets can be created through the agent, through the help desk portal, and through the self-help customer portal Managers can track the time elapsed between call assignment and acknowledgment Create rules for incoming incidents for automatic assignment, update of key fields and email notifications Combine the powerful rules-based engine for new incidents with automatic assignment of new tickets to technicians based on load and availability Create Service Level Agreements and auto-escalation methods based on the SLAs Attach files, add links and associated multiple incidents to the resolution of an incident Unlimited number of email templates can be created based on problem types, technicians, escalated tickets or any combination of events

Asset Management

The asset management queue keeps track of all assets that have been collected with the ProductivIT agent. The XML file of hardware and software inventory data is separated into database tables for ease of reporting and viewing. Assets can be assigned to individual tickets that have not been created using the ProductivIT agent Hardware, software, component data can be reported on Asset readiness templates can be created to determine machines that are ready for any kind of hardware or software upgrade Run software compliance reports to resolve licensing issues Export data to Excel to run more advanced reports

Ad Hoc Report Designer

The Ad hoc Report designer allows you to create and run complex reports using a query builder and field selector. Create and save an unlimited number of hardware, software and component report templates Templates include queries, fields and sort order Print reports to the screen, printer or comma delimited file

And More...

The Ad Hoc Report ASP Model - There is no need to buy any other hardware, databases, web servers, or application servers. No IS staff is needed to support the day-to-day operations of ProductivIT Complete knowledge base administered through the web portal Role-based security Data export from all screens Creation of groups for auto assignment and escalation Unlimited users Define your own system codes (Priority, Status, Problem Type, Resolution, etc) Ability to set inventory schedules Customer portal with access to the knowledge base and the list of open items with your email address